Chatbot Quality Assurance

1 week ago

Ho Chi Minh City, Vietnam Shopee Full time

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Be in charge of the quality and performance of Chatbot through deflection & CSAT.
- Solution controls:

- Perform data analysis to deep dive and uncover gaps in Chatbot solutions then coordinate with Knowledge Management Specialists in coming up with solutions or initiatives to improve Chatbot performance based on the causes found.
- Lead/Coordinate with the agent out-source to perform tagging tasks from the Regional & Local teams which evaluate and rank responses generated by AI systems to build up a database for AI training & ensure they’re operating efficiently and work to continually refine them.
- Writes engaging and informative transcript to get user attention & increase their self-help.
- System controls:

- Test App is a mandatory Task daily to monitor the Chatbot Solution.
- Evaluate and effect new releases; bug fixes of Chatbot feature.
- Intents Knowledge Base management including creating new intents and updating intents.
- Provide the function for managing documentation, project history, and organizational knowledge.
- Make reports as required.

**Requirements**:

- At least 1 year of working experience in Quality Assurance or more than 2 years in the field of e-commerce, e-wallets, shipping/banking/financial services with a customer service mindset.
- Strong problem-solving skills & logical thinking.
- Excellent reading and writing skills in casual and user-friendly. The ability to communicate in English is a must.
- Strong system/Knowledge base management/configuration.
- Ability to use GSheet, Excel, PowerPoint, and other working systems.
- Good time management & task management skills to handle multiple tasks and quickly adapt to a fast-paced environment.
- Self-motivated & has a passion for learning modern technologies, especially AI.
- Ability to work independently and effectively in a team.

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